Customer Success Manager

Meet the Team
Cisco s Customer Experience (CX) organization is one of Cisco s fastest growing teams, transforming how Cisco thinks about accelerating customers through the adoption lifecycle across its entire portfolio of products and services. This is a time of unprecedented change both within CX and at Cisco and we re looking for top talent who isn t afraid to rise to the challenge and go above and beyond to help us get there.
The Security Customer Success Programs Manager create collaborative adoption programs with Business Entities to ensure customers can fully utilize our products by engaging with them through a comprehensive omni-channel approach, including high-touch, scalable, digital, and in-product interactions, while maintaining a uniform experience throughout both paid and complimentary customer success initiatives. The role aims to an acceleration in Customer Business Outcome attainment and improvement in renewal rates for Cisco. The specific role will focus in Cloud & Network Security Products.
Your Impact:

1. Adoption Leadership:

• Be accountable for driving product adoption across High-Touch, Scale, and Digital Motion in both Freemium and Monetized models.
• Collaborate closely with CXPD to shape new use cases and oversee adoption program launches.

1. Cross-Functional Collaboration

• Manage and nurture cross-functional relationships with Business Engineering (BE), Sales, CXPM, CXPD, and CS Field teams
• Act as a bridge between different teams, ensuring alignment and synergy in achieving adoption goals

1. Customer Insights and Voice:

• Contribute valuable inputs and insights to the product management team as part of the Voice of the Customer initiative.
• Track and submit enhancement requests to BE, tying them to feature/capability improvements identified by the field.

1. Product Adoption Lifecycle Management:

• Monitor and contribute to the ongoing changes in the product adoption lifecycle journey (New/Change).
• Provide strategic inputs at decision gates to optimize the adoption process.
• Make the journey actionable partner closely with CS Operations to understand how the customer journey translates to field activities for Cisco & partners

1. Campaign Design and Validation:

• Define impactful campaigns and success plays tailored to drive customers through the adoption journey, considering various customer segments and verticals.
• Validate the effectiveness of use cases and recommend adjustments to enhance customer adoption.

1. Field Enablement and Awareness:

• Take responsibility for designing comprehensive Field Enablement programs (Level-100 & 200) to equip teams with the knowledge and tools needed for successful product promotion.
• Drive awareness campaigns for the product to ensure a broad understanding within the organization.

1. Renewals and Revenue De-Risking:
   • Play a critical role in driving the de-risking strategy for renewals, aligning to Global De-Risk program practices.
   • Strategize and implement expansion initiatives to secure and grow revenue from key accounts.

Who you are
You are a motivated self-starter with a bias for action. You love playing with data and can draw insights from it to build a story that can be presented to senior leadership. You can create compelling fact-based strategies that drive outcomes and can execute them. You have a proven track record of performing well in a fast-paced environment and organizational skills to manage multiple projects with tight deadlines effectively.

Minimum Qualifications:
Your role is people, data, and communications intensive; it requires excellent leadership, critical thinking, independence, organization, data analysis, presentation, and communication skills.

• Bachelor's degree required, Master's preferred
• 5+ years' experience in customer-facing roles including Customer Success, Sales, and Go-To-Market. Cisco experience preferred.
• Knowledge of Security Technology and market landscape. Understanding of Firewall products preferred. CyberOps's associate certificate or similar preferred.
• knowledge of SFDC reporting and Excel data file manipulation to generate actionable insights. Comfortable with Salesforce, Excel, and other data analysis

Preferred Qualifications:

• Strong leadership, communication, and organizational skills with the flexibility to shift priority projects as required.
• Analytical skills to develop insights into complex business issues.
• Strong business insight and decision-making ability.
• Ability to influence others yet open to different perspectives.